Flava’s Health & Wellness

Many of you know that I work in the medical industry here in Seattle and am also a patient myself of one of our doctors whom I wholeheartedly trust with my life.

A while back I wrote a blog about how to approach calling a specialty clinic to schedule an appointment. I may repost that blog because after the day I had today, I realize this conversation needs to continue.

Let’s be honest.

Healthcare has changed.

Doctors are in high demand.

Specialty clinics are overwhelmed.

Some providers have limits on how many patients they can safely take on, while other clinics are constantly taking in new patients because their specialties work more like a revolving door of evaluations, procedures, surgeries, follow-ups, and transitions.

All day long I speak to patients dealing with:

physical pain,

fear,

anxiety,

confusion,

frustration,

and exhaustion from trying to simply connect with the right clinic or provider.

And honestly?

I get it.

I truly do.

As someone who works on the phones, I spend a lot of time trying to process situations and pinpoint the “why.”

Why is this patient struggling to get through?

Why is this delayed?

Why is this patient so upset?

How can I help move this situation forward?

But I also need people to understand something from the other side of the phone.

The people answering calls are often trying to navigate complicated systems too.

Messages.

Referrals.

Authorizations.

Insurance requirements.

Provider schedules.

Transitions.

Overflowing inboxes.

Staff shortages.

Emergency add-ons.

Patients needing urgent responses.

Sometimes people call already frustrated because they have been waiting, hurting, scared, or feel unheard.

And somewhere in the middle of all of this… we are trying to help human beings find their way through healthcare.

Have you ever said to yourself:

“It shouldn’t be this hard to connect with a doctor’s office?”

I think many people feel that way right now.

So let’s talk about it.

What challenges have you faced trying to:

get an appointment, reach a clinic, receive a callback, get answers, or navigate specialty care?

What would help you feel more supported as a patient?

Because I truly believe this is where the conversation needs to begin.

We absolutely need doctors and medical intervention.

But what is the next step in improving the patient experience getting to that care?

I also want to gently say this:

Frustration is understandable.

Fear is understandable.

Exhaustion is understandable.

But rudeness can close doors.

The person answering the phone may not be the one creating the problem, but they are often the one standing in the middle trying to help hold everything together.

So today I simply want to open the conversation.

Let’s talk honestly about the frustrations of making a doctor’s appointment and navigating healthcare right now.

Because I know patients are tired.

And honestly?

Healthcare workers are too.

🌻

Lady Flava